Support Tech Specialist

Workplace: Bad Homburg / Frankfurt (Germany)

We are looking for a highly analytical and self-motivated Support Tech Specialist to join our team in Frankfurt. Reporting to the Support Tech Lead, you will work alongside our customers and business partners to enable their success using the BOARD Solution. We offer a flexible and dynamic work environment and plenty of opportunities to support professional growth. This role provides an ideal opportunity to join a fast-growing organization with a product at the technological forefront of its market.

Primary Responsibilities:
- Act as second level support for any issue that may arise with a customer or business partner through both phone and email communication
- Analyze customer’s needs and recommend effective solutions to meet user’s and business objectives
- Ensure steps taken to follow-up with tickets complies with the agreed Software License Agreement, providing accurate and detailed feedback to customers
- Manage tickets in collaboration with the Headquarters offices in Chiasso, Switzerland, when necessary, while keeping the customer or business partners updated
- Proactively manage any customer support tickets through our online ticketing platform
- Effectively document all resolution steps in our online ticketing system
- Liaise with the BOARD Professional Services and Sales teams
- Attend and support implementation projects remotely or onsite when requested
- Acquire and maintain deep product knowledge and skills

Essential Skills and Experience:
- BS/BA degree in Management Information Systems (MIS), Computer Sciences, Mathematics, Engineering or any relevant field
- Minimum 3 years of experience working with multi-dimensional systems
- Minimum 3 years of experience working in an help desk environment using an IT ticketing system
- Knowledge of SQL, VBA, VBScript, PowerShell, batch Dos
- Experience with PC- Client Operating Systems
- Intermediate knowledge of Network Management
- Able to work against very tight deadlines in a fast-paced environment
- Fluent  German and English speaking, with excellent written and verbal communication skills
- Ability to travel up to 30% (Domestic and International)